Creating Application data sources

Application data sources are for capturing voice calls, video calls, text and email messages, and video meetings (including screen share and chat messages) from cloud platforms and multi-channel platforms.

The Lync application data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. subtype is no longer supported. You cannot create a new Lync data source. Existing Lync data sources continue to work as is. Using Skype instead of Lync is recommended.

The External Recorder application data source sub type is the only sub type not associated to a Recorder Integrations Service server role Entity that contains a logical, predefined set of components (system software or certified third-party software) deployed in the Data Center and Site Zones that provide specific functionality for the system.. A user installing the Automated Verification 15.2 Capture Verification application creates an External Recorder data source to create collectors for switches recorded by a third-party recorder.

Some types of application data sources only include a subset of the following settings:

In Enterprise Manager, click Recording Management. Under Data Sources, click Settings.
Click Create Data Source.
As the Type, select Application.
As the Switch/Sub Type, select the type of application or server that is the source of data to be recorded.
Click Select.
Enter a Name for the data source.
Specify the Organization to which you want to associate the data source.

In a multi-tenant enabled environment, if the selected organization is associated to a tenant, the data source is also associated to that same tenant. In this scenario, when you click Save to save the data source, the tenant name of the organization that is associated to the data source is displayed in the screen heading. The data source can be associated to a particular tenant or have the Shared status. A data source associated to a particular tenant processes data only for that tenant. A data source that has the Shared status processes data for all tenants in the system.
Type a Description (optional) for the data source.
Select a Time Zone.
A Data Source Parent option is available only for the Microsoft Teams data source Sub Type. This option does not display in the user interface if the Microsoft Teams data source is already a parent data source.

In a multi-tenant enabled environment, one recording BOT serves multiple Microsoft Azure tenants. In this scenario:
- The recording BOT is deployed inside the Microsoft Azure tenant of the service provider
- Each Microsoft Teams customer has its own Microsoft Teams Azure tenant
  
  To support this deployment, you must configure a parent Microsoft Teams data source for the service provider tenant. Then configure separate child Microsoft Teams data sources for each of the Microsoft Teams customers.
  
  Use the parent data source to:
  - Configure the recording BOT settings
  - Configure a member group with an association to an IP Recorder server role and a Recorder Adapter Proxy Service server role.
    
    To configure the parent data source, leave the No Parent option selected. Then follow the instructions in this topic to configure the Microsoft Teams parent data source settings.
    
    Use the child data source for each customer to configure Employees and their Recording Profiles. To make a Microsoft Teams data source a child data source, select the parent data source from the Data Source Parent drop-down.
    
    In a multi-tenant enabled environment, a child data source can have a parent data source that is assigned to the same organization as the child, or is assigned to an organization that is a parent of the organization that is assigned to the child. The child data source can also have a parent data source that is assigned to an organization that belongs to a service provider.
    
    In an environment that is not multi-tenant enabled, a child data source can have a parent data source that is assigned to the same organization as the child, or is assigned to an organization that is the parent of the organization that is assigned to the child.
    
    For more details, follow the instructions in Configure a Microsoft Teams child data source to configure a child data source.
Under Recorder Settings, do the following:
1. For the Amazon Connect, Cisco WebEx Contact Center, Cisco WebEx Meeting Center, Conversocial, Microsoft Teams, Ring Central, Zoom, Zoom Contact Center, and Zoom Phone data sources, the Seating Arrangement is specified as Free and cannot be changed. Free Seating indicates that employees do not have permanently assigned workstations. They are assigned an Employee ID and can sign in from any location in the call center.
2. To prevent the retention of very short calls, specify a Minimum Session Length (seconds). Active calls (from connected to closed) that are shorter than the specified value will be deleted automatically. If set to zero (0), this feature is disabled and no calls will be deleted based on this setting. The maximum value is 3600 (or one hour). This setting applies to the active duration of CTI Sessions or the entire duration of VOX Sessions. Inactive CTI Sessions can be retained using the Session Auditing Policy.
3. Enable the Rollback Period (minutes) setting to ensure that an amount of additional overlapping audio is kept for a period of time, so that in the event of a disconnection it is possible to retrieve it. A rollback period is applicable to systems using Performance Mode (set in the member group) or N+N redundancy. The default value is 15 minutes, and the maximum value is 60 minutes. This setting appears only for the Lync data source sub type.
4. Long Call Duration (minutes)—This setting allows you to specify the length of a call, in minutes, after which the system triggers an alarm. The system also stops tracking the call from a CTI perspective, so in CTI-controlled application or performance mode environments this configuration can cause loss of recording. Enter any number between 1 and 1440 (24 hours)—an alarm is raised in the cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. where calls exceed this number of minutes. The default is 120.
  
  The Integration Service runs maintenance checks every five minutes to close calls that last for more than the length of time specified as the Long Call Duration. An alarm indicates that a call was closed because it was too long. These maintenance checks are not run more frequently to avoid imposing an extra load on the system. Therefore it can take up to five minutes to close a long call after it has passed the defined Long Call Duration threshold.
5. Long Hold Duration (minutes)— This setting allows you to specify the maximum duration of a single hold in minutes. Any holds over this duration raises an alarm. Enter any number between 1 and 1440, representing the number of minutes. The default is 30.
6. In Delivery Recording environments, select a Recording Resource Allocation Behavior (in Interception Recording environments, skip to the next step). This setting appears only for the Lync data source sub type.
  - IgnoreLine—Records the next recording on the least-utilized recorder connected to the Integration Service, regardless of the data source, member group, and extension list settings.
  - LineFirst—The Lync Proxy service attempts to record an agent on the Recorders with which it was associated in the Member Group. If that fails, it attempts to allocate the resources to any other Recorder on that same data source. This setting is the default.
  - LineExclusive—First attempts to allocate the recording to the least-utilized recorder that contains the extension being recorded in a member group associated to the recorder. If the Integration Service fails to find a recorder associated with the line to be recorded, it does not record the call. By recording calls on a recorder co-located with the PBX for employees taking calls on a remote site, using this setting reduces WAN traffic.
7. Contact Policy Type—This setting allows you to set the call stitching method.
  - Follow the call—When follow the call is enabled, there is one contact The entire communication experience for a customer, from beginning to end. that includes all audio from the beginning of the call to the end. This setting is the default.
  - Backoffice - Contact per call—Enables the “Back office” style of stitching, which creates sessions/interactions based on CTI calls. If one employee is on two calls at the same time (for example, a customer call and a consultation call), the system creates two sessions/interactions. This setting is used more often in trading environments rather than contact center environments.
8. Recorded Platform - If you have selected External Recorder as the Switch/Sub Type, use this setting to specify the switch type.
9. Session Auditing Policy—Defines the type of session/interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. that should be marked and kept in the system. “Disabled” (the default) only marks sessions/interactions with some kind of content. Two other options create a basic entry in the database for calls that occurred but were not recorded: “Missed Recordings” marks calls that ought to have been recorded, but were not, while “Full Switch” marks all sessions/interactions for which we receive CTI without recording (for example, calls that were blocked, or interception calls that were met with a busy tone or unanswered ringtone). You can then search for these types of interactions in the Portal.
  You can replay an interaction when the interaction is complete. It is not necessary to wait for the entire contact to complete to replay an interaction.
10. Recorder Allocation based on Audio Location—Use this setting in a SIP-based VoIP delivery environment to control how Recorders are selected to record calls. This setting ensures that each call is recorded by a Recorder local to the media gateway at which the call arrives. This setting is designed primarily for environments where recording occurs at multiple sites and each site has its own gateway.
  
  Use this setting in conjunction with either a Gateway Side Correlation Pool member group or an IP Extension Pool member group configured for the data source. Within these member groups, you must specify the IP addresses or host names of the phones associated with the member group in the IP Network Region configuration.
  
  The Recorder Allocation Based on Audio Location setting instructs the system to examine the IP address in a SIP message. The system then compares this address to the addresses listed in the IP Network Region settings of the Gateway Side Correlation Pool or IP Extension Pool member group associated with the data source.
  
  If an address in the SIP message matches one of the addresses specified in the member group IP Network Region settings, the system routes the call to a Recorder associated with that member group.
  
  The options for this setting are:
  - Inactive—The system attempts to record the call. The system does not use an address found in a SIP message to route the call to a particular Recorder. This setting is the default.
  - From Signaling—The system examines the SIP header section of the SIP Invite. The system compares the address found in a SIP header field (such as From, Contact, Via, or Socket) to the addresses configured in the member group IP Network Region settings. If there is a match, the system routes the call to a Recorder associated with that member group. If the system does not find a match, the Recording Resource Allocation Behavior setting determines how the call is recorded.
  - From Media—The system examines the SDP message attached to a SIP Invite. The system compares the IP addresses found in the SDP message to the addresses configured in the member group IP Network Region settings. If there is a match, it routes the call to a Recorder associated with that member group. If the system does not find a match, the Recording Resource Allocation Behavior setting determines how the call is recorded. This option does not work if SIP operates in Delayed-Offer mode.
    
    This setting works with the Recording Resource Allocation Behavior setting to determine recording behavior. If the Recording Resource Allocation Behavior setting specifies:
  - IgnoreLine—The system acts as if the Inactive setting is selected for this setting. If either the From Signaling or From Media is selected, those settings are ignored. In this case, any Recorder associated with the data source can record the call.
  - LineFirst—The system makes two attempts to record the call using the address obtained from the SIP message. If the system cannot route the call to a Recorder using the SIP message address, any Recorder associated with the data source can record the call.
  - LineExclusive—If the system cannot successfully route the call to a Recorder using the address from the SIP message, the call is not recorded. In this case, the system raises an alarm.
11. Video Recording Mode — Select one of the following options (this setting appears only for the Lync data source sub type):
  - Start On Trigger - Do not record video calls for the employees associated with this data source until a recording rule is triggered or an external API command starts recording. Video recording starts whenever the call starts, but video that came before the recording trigger is deleted.
  - Application Controlled - Record every video call for every employee associated with this data source, and then delete it. At any time during a call, a recording rule or an external API command can cause the recorder to keep the video call. If the call is kept, the recording includes all video from the start of the call to the end.
  - Do Not Record - Do not record video calls for employees associated with this data source. Recording rules are ignored and cannot trigger the recording of video calls.
  - Record - Record all video calls for all employees associated with this data source. Only a block recording rule, AIM command, or external API command can prevent calls from being recorded.
12. Timeout for clearing idle chats (minutes) - This setting appears only for the NENA i3 Text data source sub type. Set the threshold (in minutes) for closing contacts for idle chats. An idle chat is a chat with no chat activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. for which an End Call event has not been received. When this threshold is crossed with no chat activity, the contact for the conversation is closed and recorded. This setting supersedes the timeout setting in the Interaction Capture server role Advanced Settings. The default setting is 15 minutes. The setting can be in a range from 5 to 480 minutes.
13. Default Text Language - Specify the default language assigned to text interactions when the language is not provided by the text source.
14. Require Replay Audio Redaction - When redaction is enabled for the system, select whether redaction occurs for interactions that the data source captures. Redaction obscures sensitive customer information in captured audio and transcriptions. Select from the following for interactions that the data source captures:
  - Disabled: No information in the interaction is obscured. Disabled is the default setting.
  - Always: Sensitive customer information is obscured.
  - In Fallback: Sensitive customer information is obscured, but only in the event of CTI or recorder disconnection from the Integration Service.
15. Require Replay Audio Morphing - When morphing is enabled for the system, select whether replay of interactions captured by the data source requires morphing. Morphing changes the voice heard during replay such that the speaker remains anonymous and the audio remains intelligible. Select from the following options for interactions that the data source captures:
  - Disabled: The original voice of the agent and the customer are heard during interaction replay. Disabled is the default setting.
  - Always: The voice of the selected channel or channels is morphed during interaction replay, as configured by the Audio Morphing Channel setting.
  - In Fallback: The voice of the selected channel or channels is morphed during interaction replay, as configured by the Audio Morphing Channel setting, but only in the event of CTI or recorder disconnection from the Integration Service.
16. Audio Morphing Channel - Enabled when Require Replay Audio Morphing is set to Always or In Fallback, choose the audio channel or channels that use morphing. Select from:
  - Agent: Only the voice of the agent channel is morphed during interaction replay. The voice on the customer channel is the original captured voice. Agent is the default setting.
  - Agent and Customer: The voice of the agent channel and the customer channel are morphed during interaction replay.
17. Alarm - Device Not Recorded Call Count - The number of calls for a configured device that must fail to record before triggering the Device Not Being Recorded alarm. The default is one failure.
18. Alarm - Device Not Recorded Duration (milliseconds) - Failed call durations under this threshold will not count against the Alarm - Device Not Recorded Call Count. The default is 15000 (15 seconds).
The Vendor and Filter settings appear only for the NENA i3 Text data source sub-type. Under Vendor and Filter complete these fields:
1. Vendor - Select the vendor (either VESTA or Solacom) from which this data source is expected to receive NENA i3 LogRequest events.
2. Filter Element Name - Specify the name in a name-value pair that appears in incoming LogEvent request elements. This name-value pair is used, together with the Vendor setting, as the filter for processing or ignoring a request. For example, enter "AgencyId". This entry is case-sensitive and must be exactly the same as the element name appearing in the LogEvent XML. This field cannot be blank. The maximum number of characters allowed for this field is 250.
3. Filter Element Values - Specify the value in a name-value pair that appears in incoming LogEvent request elements. This name-value pair is used, together with the Vendor setting, as the filter for processing or ignoring a request. This field supports wildcard and multiple value matching. Separate multiple values with a semicolon. For example, enter "psap1.south.la.com;*.north.la.com". This field cannot be blank. The maximum number of characters allowed for this field is 250.
In the Default Employee section, specify the employee to be associated to a recording that has no employee associated to it.

There are situations where recordings will not have employees associated to them. Examples include:
- IVR recordings where there is no employee or phone device
- Back office environments where phones are shared and not associated to a specific employee
Assigning a Default Employee for Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. to a data source provides a way to provide replay access to these recordings. When a Default Employee for Interactions is configured, any recordings made for the data source that have no explicit user associated are associated to the Default Employee for Interactions.

First, select the Organization to which the Default Employee for Interactions belongs, and then select one employee as the Default Employee for Interactions.

You cannot select an employee who has a configured end date as the Default Employee for Interactions. Also, you should not select an employee who will soon move or transfer to a different organization as the Default Employee for Interactions.

Once an employee is selected as the Default Employee for Interactions, an error message displays on the data source screen if the employee has been deleted, terminated, or changed to a different organization since the last time the data source was saved.
The Cisco WebEx Contact Center Authentication settings appear only for the Cisco WebEx Contact Center data source. Under Cisco Web Ex Contact Center Authentication, you can configure the following:
1. Authorization API Base URL - The base URL of the Cisco Authorization API that is used to generate access tokens that allow access to the Contact Center APIs. The maximum length is 500 characters.
2. Contact Center API Base URL - The base URL of the Contact Center APIs. The maximum length is 500 characters.
3. Client ID - The client ID for the registered application that accesses the APIs. The maximum length is 500 characters.
4. Client Secret - The client secret for the registered application that accesses the APIs. The maximum length is 500 characters.
5. Refresh Token - The refresh token that is used to generate short lived access tokens that allow access to the Contact Center APIs. The maximum length is 500 characters.
The Cisco WebEx Meeting Authentication settings appear only for the Cisco WebEx Meeting data source. Under Cisco WebEx Meeting Authentication, you can configure the following required settings:
1. WebEx Meeting API Base URL - The base URL (without schema) of the Meeting APIs. The maximum length is 255 characters. This value cannot be empty.
2. Authorization URL - The base URL (without schema) of the Cisco Authorization API that is used to generate access tokens that allow access to the WebEx APIs. The maximum length is 255 characters. This value cannot be empty.
3. Client ID - The client ID for the registered application that will be accessing the APIs. The maximum length is 255 characters. This value cannot be empty.
4. Client Secret - The client secret for the registered application that will be accessing the APIs. The maximum length is 255 characters. This value cannot be empty.
5. Refresh Token - The refresh token that is used to generate short lived access tokens that allow access to the Meeting APIs. The maximum length is 255 characters. This value cannot be empty.
For Microsoft Dynamics, in the Authentication Settings section, enter the following:
1. Dynamics Omnichannel Enviroment URL - Enter the base URL (without https:\\) for the customer's Dynamics 365 Omnichannel Organization for Customer Service environment.
  
  Example: myOrganization.api.crm.dynamics.com
2. Tenant ID - Enter the customer's Microsoft Tenant ID (formerly call the Azure AD tenant ID).
The Amazon Kinesis Settings appear only for the Twilio data source. Under Amazon Kinesis Settings you can configure the following:
1. Twilio Events Stream Name - This field is required only when the data source is associated to a Recorder Integration Service server role. In this field, specify the Kinesis data stream name that the Recorder Integration Service connects to for real-time agent and call events. This field is required for real-time audio and screen recording. This field is blank by default. The field can have a minimum of one character and a maximum of 1024 characters.
2. Region - You must select a region from the Region drop-down list. In this drop-down list, select the Amazon Web Service (AWS) region hosting the Twilio Events Kinesis Stream. This field is blank by default.
  
  If you select the Custom Region option, you must specify the custom region in the Custom Region field that follows.
3. Custom Region - Complete this field only when you have selected the Custom Region option from the Region drop-down list. Enter only the region code for custom region, not the entire display name. An example of a Custom Region value is “ap-south-1” for the region "Asia Pacific (Mumbai) ap-south-1". This field is blank by default.
4. Specify Application Credentials - To enable the use of specific application credentials, select this check box. If you select this check box, you must provide the specific application credentials in the Access Key ID and Access Key Secret fields. If this check box is not selected, the default application credentials are used.
5. Access Key ID - This field is enabled only when the Specify Application Credentials check box is selected. When this field is enabled, enter the user-specified application access key ID. This field is blank by default. The field can have a minimum of 1 character and a maximum of 1024 characters.
6. Access Key Secret - This field is enabled only when the Specify Application Credentials check box is selected. When this field is enabled, enter the user-specified application access key secret. This field is blank by default. The field can have a minimum of 1 character and a maximum of 1024 characters.
7. Specify IAM Role - Select this check box to use a specific application IAM Role. If you select this check box, you must provide the specific IAM Role information in the Role ARN (Amazon Resource Name) and External ID fields. If this check box is not selected, no role is assumed.
8. Role ARN - This field is enabled only when the Specify IAM Role check box is selected. When this field is enabled, enter the user-specified application IAM Role ARN. This field is blank by default. The field can have a minimum of 1 character and a maximum of 1024 characters.
9. External ID - This field is enabled only when the Specify IAM Role check box is selected. When this field is enabled, enter the user-specified application IAM Role External ID. This field is blank by default. The field can have a minimum of 1 character and a maximum of 1024 characters.
10. Role Session Name - When authenticating by means of an IAM role, you can explicitly configure the role session name in this field. If this name is not configured, a role session name is generated by the adapter.
In the Ring Central Authentication section, configure the following:
1. API Base URL - Enter the base URL, without the schema, that is used to send the requests to the Ring Central API. The maximum length allowed is 255 characters. This field cannot be empty.
2. Client ID - Enter the unique client ID for the registered OAuth application that gives the data source access to the Ring Central APIs. The maximum length allowed is 255 characters. This field cannot be empty.
3. Client Secret - Enter the client secret for the registered OAuth application that gives the data source access to the Ring Central APIs. The maximum length allowed is 255 characters. This field cannot be empty.
4. JWT Token - Enter the JSON Web token (JWT) that is used to authenticate to the registered OAuth app. The maximum length allowed is 255 characters. This field cannot be empty.
In the Twilio Account Settings section configure the following (Twilio Account Settings appear only for the Twilio data source):
1. Account SID - Enter the Twilio Account String Identifier (SID). The administrator gets Twilio to generate an Account SID when creating a Twilio account. The Account SID, along with the Authentication Token, are essentially a master key that can be used to perform any function available in the Twilio API. This field is mandatory when the Twilio data source is associated with an Interaction Capture or a Recorder Integration Service server role. The field can have a minimum of 1 character and a maximum of 1024 characters.
2. Authentication Token - Enter the Twilio Authentication Token. The administrator gets Twilio to generate an Authentication Token when creating a Twilio Account. The Authentication Token, along with the Account SID, are essentially a master key that can be used to perform any function available in the Twilio API. This field is mandatory when the Twilio data source is associated with an Interaction Capture or a Recorder Integration Service server role. The field can have a minimum of 1 character and a maximum of 1024 characters.
The AudioHook Settings section appears only for the Genesys Cloud CX data source.
1. Organization ID - Specify the Genesys cloud Organization ID that is used by the authentication process. The maximum number of characters allowed is 255. This field is required.
2. API Key - Specify the API Key that is configured as part of the Genesys Audio Hook configuration. This key is used by the authentication process. The maximum number of characters allowed is 255. This field is required.
3. Client Secret - Specify the Client Secret that is configured as part of the Genesys Genesys Audio Hook configuration. The secret must be entered exactly as it is in the Genesys Cloud site, which is usually as a Base64 encoded string. If the secret entered here does not match what is on the Genesys Cloud site, a 401 error is raised and the request is rejected. The client secret is part of the authentication process. It is required to generate a request signature that can be validated on each request. The maximum number of characters allowed is 255. This field is optional.
In the Voice Stream section, configure the following (Voice Stream settings appear only for the Five9 Voice Stream data source):
1. Trust Token - This field is optional. The Trust Token is a shared secret configured for a given Voice Stream subscription. This token is used by the recording integration to authenticate the CTI and SIP events delivered from Voice Stream.
2. Subscription ID - The ID of the Voice Stream subscription. This ID is used as a filter parameter for Voice Stream webhook CTI events routing. The value for this ID should be copied from the Voice Stream portal Home page or main UI access point for all WFO applications. where the Subscription is configured for the customer Voice Stream domain.
The Amazon Connect Settings section appears only for the Amazon Connect data source. Under Amazon Connect Settings do the following:
1. Contact Trace Records Stream Name - This field is required only when the data source is associated to an Interaction Capture Service server role. In this field, specify the Kinesis data stream name that the Interaction Capture Service connects to for post-call recording retrieval. This field is blank by default. The field can have a minimum of 1 character and a maximum of 1024 characters.
2. Agent Events Stream Name - This field is required only when the data source is associated to a Recorder Integration Service server role. In this field, specify the Kinesis data stream name that the Recorder Integration Service connects to for real-time agent and call events. This field is required for real-time audio and screen recording. This field is blank by default. The field can have a minimum of 1 character and a maximum of 1024 characters.
3. Region - You must select a region from the Region drop-down list. In this drop-down list, select the Amazon Web Service (AWS) region hosting the Amazon Connect call center. This field is blank by default.
  
  If you select the Custom Region option, you must specify the custom region in the Custom Region field below.
4. Custom Region - Complete this field only when you have selected the Custom Region option from the Region drop-down list. You must enter only the region code for custom region, not the entire display name. An example of a Custom Region value is “ap-south-1” for the region "Asia Pacific (Mumbai) ap-south-1". This field is blank by default.
5. Specify Application Credentials - Select this check box to enable the use of specific application credentials. If you select this check box, you must provide the specific application credentials in the Access Key ID and Access Key Secret fields. If this check box is not selected, the default application credentials are used.
6. Access Key ID - This field is enabled only when the Specify Application Credentials check box is selected. When this field is enabled, enter the user-specified application access key ID. This field is blank by default. The field can have a minimum of 1 character and a maximum of 1024 characters.
7. Access Key Secret - This field is enabled only when the Specify Application Credentials check box is selected. When this field is enabled, enter the user-specified application access key secret. This field is blank by default. The field can have a minimum of 1 character and a maximum of 1024 characters.
8. Specify IAM Role - Select this check box to use a specific application IAM Role. If you select this check box, you must provide the specific IAM Role information in the Role ARN (Amazon Resource Name) and External ID fields. If this check box is not selected, no role is assumed.
9. Role ARN - This field is enabled only when the Specify IAM Role check box is selected. When this field is enabled, enter the user-specified application IAM Role ARN. This field is blank by default. The field can have a minimum of 1 character and a maximum of 1024 characters.
10. External ID - This field is enabled only when the Specify IAM Role check box is selected. When this field is enabled, enter the user-specified application IAM Role External ID. This field is blank by default. The field can have a minimum of 1 character and a maximum of 1024 characters.
11. Role Session Name - When authenticating by means of an IAM role, you can explicitly configure the role session name in this field. If this name is not configured, a role session name is generated by the adapter.
12. Pause/Resume Recording - For a post-call recording environment where Amazon Connect is handling the audio recording, selecting this setting enables the pause and resume commands to be passed through to Amazon Connect. The commands are passed through such that the screen and audio recordings are both masked during the same time period.
13. Amazon Connect Instance ID - Specify the ID that is the instance ID of the Amazon Connect instance. The instance ID is used when sending the pause and resume recording commands.
The Zoom Authentication settings appear only for the Zoom Phone and Zoom Contact Center data sources.

Under Zoom Authentication Settings, configure the following:
1. Zoom REST API Base URL - Enter the base URL, without the schema, that is used to send the requests to a Zoom API. For example, api.zoom.us/v2.The maximum length allowed is 255 characters. This field cannot be empty.
2. Zoom Authorization URL - Enter the URL, without the schema, of the Zoom OAuth 2.0 endpoint that is used by your server-to-server OAuth app to get access tokens. For example: https://zoom.us/oauth/token. The maximum length allowed is 255 characters. This field cannot be empty.
3. Account ID - Enter the unique account ID for the registered OAuth application that gives the data source access to the Zoom APIs. The maximum length allowed is 255 characters. This field cannot be empty.
4. Client ID - Enter the unique client ID for the registered OAuth application that gives the data source access to the Zoom APIs. The maximum length allowed is 255 characters. This field cannot be empty.
5. Client Secret - Enter the client secret for the registered OAuth application that gives the data source access to the Zoom APIs. The maximum length allowed is 255 characters. This field cannot be empty.
To capture real-time interactions from a Zoom Contact Center, in the Stream Recording Settings section, enter the information that was created when the audio stream integration using Websocket was set up in the customer's Zoom Contact Center:
1. Customer ID - Enter the customer ID exactly as it is configured in the Zoom Integration audio stream. The ID is required for Verint to identify interactions.
2. Profile ID - Enter the profile ID exactly as it is configured in the Zoom Integration audio stream. The ID is required for Verint to identify interactions.
3. API Key - Enter the API Key exactly as it is configured in in the Zoom Integration audio stream. The key determines the authenticity of messages between Zoom and Verint.
Select one of the following Device IP Configuration options and enter the corresponding IP Address:
- PBX Side - Near End—The PBX Side - Near End is the server used to send/receive the control messages to/from the extensions. If you have the same extensions in multiple data sources, you must specify an IP Address or Host Name for the signaling interface server.
  
  Otherwise, the setting is not mandatory, but recommended.
  
  The Recorder uses the source or destination IP addresses or host names of the signaling messages to identify the particular data source with which a call is associated. The recorder does not use any data inside the signaling itself to make this determination. For this reason, the source/destination of the IP packets presented to the Recorder must be different for each duplicate extension. Make sure that your network is set up in such a way as to allow for this.
  
  Example
  
  A proxy server in front of separate PBXs using duplicate extensions can cause IP packets to appear as though they are using the same IP address (even though the SIP signaling would indicate otherwise). This will prevent the duplicate extensions from being recorded correctly.
  
  For more details, see the section “Recording Duplicate Extensions” in the Recorder Configuration and Administration Guide.
- PSTN Side - Far End—If you are using SIP Trunk Recording, set PSTN Side - Far End as the Server Type.
  
  This setting is only available for Avaya and Generic switch types, and if you have created a Gateway Side Correlation Pool Member Group, this setting is mandatory.
  
  For details on this, see the “SIP Trunk Recording” section in the Recorder Configuration and Administration Guide, or the related online help.
Under Time Zone Settings, specify a Local Time Tagging Mode. Select one of the following options:
- Organization - Select this option to base the time zone tagging on that of the organization. This setting is useful in scenarios where agents are working in different regions. The setting allows you to unify tagging across multiple time zones.
- Data Source - Select this option to base time zone tagging on the time zone specified in step 9.
The Snowflake Database Authentication settings appear only for the Conversocial data source.
1. Account Identifier - Specifies the account identifier for accessing the Snowflake database. This field is required. The maximum account identifier length is 255 characters.
2. Username - Specifies the username for accessing the Snowflake database. This field is required. The maximum username length is 255 characters.
3. Password - Specifies the password for accessing the Snowflake database. This field is required. The maximum password length is 255 characters.
4. Database Name - Specifies the name of the database to access. This field is required. The default setting is CONVERSOCIAL. The maximum database name length is 255 characters.
5. Database Warehouse Name - Specifes the name of the database warehouse to access. This field is required. The default setting is GBID_7. The maximum database warehouse name length is 255 characters.
6. Database Schema Name - Specifies the name of the database schema to access. This field is required. The default setting is PUBLIC_V3. The maximum database schema name length is 255 characters.
The BOT Settings MS Teams section appears only for the Microsoft Teams child data source in a Multi-Tenant SaaS environment.
1. Tenant ID - Specify the tenant ID where the BOT registered.
The BOT Settings Authentication section appears only for the Microsoft Teams data source. In the BOT Settings Authentication section do the following:
1. BOT Tenant ID - In a Multi-Tenant SaaS environment, specify the tenant ID where the BOT registered.
2. BOT Application ID - Specify the application ID created during BOT channel registration.
3. BOT Application Secret - Specify the secret created during BOT permission configuration.
4. Redundant BOT Application ID - Specify the application ID created during redundant BOT channel registration.
5. Redundant BOT Application Secret - Specify the secret created during redundant BOT permission configuration.
The BOT Settings Media section appears only for the Microsoft Teams data source. Under BOT Settings Media do the following:
1. Media Control Internal Port - Specify the media platform Predefined logical group of server roles installed together on a physical server. instance internal port. The default port is 8445.
2. Media Control Public Port - Specify the media platform instance public port. The default port is 8445.
3. Media Port Range Begin - Use this setting in combination with the Media Port Range End setting to define a range of 1000 ports or more for media. (You must specify a port range of at least 1000 ports for media.) The port number specified should fall within the range of 16384 to 65535. This setting specifies the port that begins the range of ports. For example, you can specify 17000 for the Media Port Range Begin setting and 18000 for the Media Port Range End setting.
4. Media Port Range End - Use this setting in combination with the Media Port Range Begin setting to define a range of 1000 or more ports for media. This setting specifies the last port in the range of ports. See Media Port Range Begin for details.
5. Unmixed Audio - Use this setting to request unmixed audio from Microsoft Teams. Select the check box to request unmixed audio. Do not select the check box to request mixed audio. By default, the check box is not selected and mixed audio is requested.
The BOT Settings Signaling section appears only for the Microsoft Teams data source. Under BOT Settings Signaling do the following:
1. Default End Point Internal Port - Specify the BOT channel registered port for an incoming call alert. The default port is 9440.
2. Default End Point Public Port - Specify the BOT channel registered port for an incoming call alert. The default port is 9440.
3. Call Control End Point Internal Port - Specify the Microsoft Teams to BOT signaling port for individual call session management. The default port is 10100. This port is used to create the call control listening URL.
4. Call Control End Point Public Port - Specify the Microsoft Teams to BOT signaling port for individual call session management. The default port is 10100. This port is used to create the call control base URL, which is used to build the graph client.
5. Service Base URL - This URL is used to build the graph client. The default setting is http://graph.microsoft.com/beta.
For a Google UJET contact center, enter the following values that originate in the Developer Settings of the customer's UJET account:
1. Under Google UJET Settings - API Credentials:
  - API Name: Enter the name of the API credential created in the customer's UJET account in the Developer Settings.
  - API Token: Enter the token for the customer's UJET API credential.
  - REST API Base URL: Enter the URL of the API endpoint used by Google UJET REST APIs.
    
    Example: https://CustomerServer.ujet.co/manager/api/v1/agents, where CustomerServer is the name of the customer's UJET server.
2. Under Google UJET Settings - QM Call Events:
  - User name: Enter the user name specified in the Session Data Export page for QM Call Events.
  - Password: Enter the password specified in the Session Data Export page for QM Call Events.
3. Under Google UJET Settings - SIPREC Call Events:
  - User name: Enter the user name specified in the Session Data Export page for SIPREC Call Events.
  - Password: Enter the password specified in the Session Data Export page for SIPREC Call Events.
Under Associated Integration Service Installations, select the node that is providing Recorder Integration Services for this data source. Note that a data source may only be associated with a single Recorder Integration Service server (or pair in the case of redundant Recorder Integration Service servers).

In a multi-tenant enabled environment, the tenant name associated to each Site Group, Site, and Server appears beside the Site Group, Site, and Server name on the right side of the Installations tree.
Under Associated Skype Installations, select one or more check boxes to associate this data source with the Skype Filtering Service on a Skype Front End Server. This setting appears only for the Skype data source sub type.

The Skype Filtering Service gathers information about Skype interactions and distributes it to the following components:
- Media Proxy, part of the Recorder platform. When an on-premises call should be recorded, the Filtering Service chooses a Media Proxy based on priority, subnets, and health status. The Media Proxy Service starts and stops proxying of Skype calls based on these requests.
- Media Collector Service, responsible for forwarding RTP traffic from the Edge Server to one or more IP Recorders.
- Recorder Integration Service, which uses the SIP information it receives to provide more detailed metadata and follow-the-call.
- Interaction Capture Service, which receives and records chat-based interactions.
Under Associated Interaction Capture Installations, select the server role that is providing Interaction Capture services for this data source. This server role enables the recording of chat sessions. This setting does not appear for all data source subtypes.
Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system—this should be done only in consultation with Field Engineers.
1. For a data source that connects to a line-side SIPREC adapter:
  1. In Key, enter SIPREC.StationCountryCode.
    This field is case sensitive; enter as shown.
  2. In Value, enter the country code configured on your stations.
    
    Enter a single code between one and five digits long. It can include the numbers 0-9, but must omit the plus (+) sign. If your organization has stations in multiple countries, you need a data source for each country.
2. For a Twilio data source:
  1. In Key, enter WEBSOCKET_TARGET_URL.
    This field is case sensitive; use all capitals as shown above.
  2. In Value, enter wss://<FQDN_LB_Frontend>/twilio/v1,
    where FQDN_LB_Frontend is the fully-qualified domain name of the load balancer. In the Twilio portal, you can find this URL on the Frontend IP configuration page. Twilio needs this URL to connect to the Verint Twilio Media Adapter.
Click Save.